Services Operations
2
2018-2019
02031113
Industrial Engineering
Portuguese
Face-to-face
SEMESTRIAL
6.0
Compulsory
2nd Cycle Studies - Mestrado
Recommended Prerequisites
Some knowledge about Queuing Models, Forecasting models and Statistics - are recommended before attending this course
Teaching Methods
The teaching methodologies applied are the following:
Expositive. Active, through the presentation and discussion of practical works, through the execution of practical exercises, through the analysis and discussion of case studies and through the reading of selected texts. Collaborative, through the execution of works developed in group.
Learning Outcomes
The curricular unit aims to prepare students for the challenges associated with the management of operations in the context of services.
The specific objectives are:
(1) To identify the distinctive characteristics of services and understanding the role of services in the economy;
(2) characterize the production processes of services and know the key tools to support the design of services process;
(3) Understand the nature of demand and understand the principles and tools for services demand management;
(4) Understand the nature and conditions of supply / capacity in services and some of principles and tools for managing capacity and demand;
(5) Understand the concept of service quality.
Work Placement(s)
NoSyllabus
1. Introduction:
The role of services in the economy
The Nature of Services
Features of Production os Service
Classification and Types of Services
Strategies for the delivery of services
2. Challenges for a Services Operations Manager - Development of New Services
Design and mapping service processes
Personnel, technology and customers in service processes
3. Challenges of a Service Operations Manager - Managing Service Operations
Management Capacity and Demand Services
4. Quality Management services
The concept of quality in services,
Quality monitoring services.
Head Lecturer(s)
Luís Miguel Domingues Fernandes Ferreira
Assessment Methods
Assessment
Written sheet and discussion in the classroom of a case study developed in group : 20.0%
Exam: 40.0%
Project: 40.0%
Bibliography
Fitzsimmons, James A. e Mona J. Fitzsimmons, Service Management: Operations, Strategy, and Information Technology, Irwin/McGraw-Hill.
Haksever, C., B. Render, R. Russel e R. Murdick, Service Management and Operations, Prentice-Hall.
Robert Johnston, Service Operations Management: Improving Service Delivery, Prentice-Hall.